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Error: "5013,3"

These steps are for the current version of Norton. If you have an older version or if you do not know your product version, go to Norton Update Center.


Download and run Norton Power Eraser

  1. Download Norton Power Eraser.

  2. Click Save.

    Select the location as Desktop, and then click Save.

  3. To run Norton Power Eraser, double-click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  4. Read the license agreement, and click Accept.

  5. In the Norton Power Eraser window, click the Scan for Risks icon.

  6. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (requires a computer restart).

  7. After the computer is restarted, the scan starts automatically. Follow the on-screen instructions.


Turn on Norton Product Tamper Protection

  1. Start Norton.

    If you see the My Norton window, next to Device Security, click Open.

  2. Click Settings.

  3. Under Quick Controls, check Norton Tamper Protection.

  4. Click Close.


Enable the Base Filtering Engine service

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.


    If the User Account Control window prompts, click Yes or Continue.

  3. In the Services window, under the Name column, locate, and double-click Base Filtering Engine.

  4. To the right of Startup type, verify that Automatic appears.

    If Startup type is not Automatic, then in the drop-down list, click Automatic.

  5. To the right of Service Status, verify if Started appears.

    If the Service status is not Started, then click Start.

  6. Click OK.

  7. Exit the Services window.

  8. Restart the computer.

    If you still see the error or if you cannot find the Base Filtering Engine service, go to Step 4.


Download and run the fix tool

    The fix tool is not compatible with Windows XP. Windows XP users need to contact Norton Support.

  1. Download the fix tool.

    Save the file to the Windows desktop.

  2. On your desktop, double-click the BaseFilterEngineFix.exe file.

    By running the tool, you accept the Usage Agreement.

  3. If prompted to install .NET Framework 3.5, click Download and install this feature.

  4. In the Base Filter Engine Repair window, click Apply Fix.

    The fix tool repairs the appropriate Base Filter Engine registry keys.

  5. Click Restart Now.

Thank you!

Thank you for using Norton Support.

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DOCID: v67301753_EndUserProfile_en_us
Operating System: Windows
Last modified: 04/30/2019